ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:

ECI has an exciting opportunity for a Network Operation Center Engineer - Monitoring, who will be responsible for providing 24x7 monitoring, operations, and support services for our global customers.

In this role, you will troubleshoot network and system devices, support LAN/WAN infrastructure, and respond to Level 1 and 2 service tickets. You will collaborate closely with your team and escalate issues to higher support levels as needed.

This is an onsite role.

What you will do:

• Resolve Level 1 and 2 network and system support cases, incidents, and work orders related to end-user issues, both on-premises and in cloud infrastructure, following ECI-defined SLAs.
• Set client expectations appropriately throughout the troubleshooting process, ensuring a customer-centric approach. Manage incidents via the ServiceNow tool and adhere to client escalation procedures while handling direct customer calls.
• Validate incidents and requests from a centralized management system, addressing issues such as alarm verification, routing protocol/switching issues, connectivity problems, and hardware impairments.
• Perform initial troubleshooting, problem analysis, and isolation of network or system events in accordance with incident management guidelines.
• Follow ECI change control processes for network device changes, IOS upgrades, disk expansions, and reboots, ensuring client approvals are obtained.
• Provide quality, timely, and accurate end-to-end support for all issues within your functional area, including documentation and tracking in the ticketing system.
• Maintain WAN links and engage third parties, such as ISPs, for circuit impairments and hardware/bandwidth issues.
• Coordinate continuously with collaboration teams and respond to emails promptly, ensuring clear communication with stakeholders.
• Provide input and feedback for the development and improvement of the department and ECI.
  
  

Who you are:

• Bachelor’s degree in information technology, Computer Science, or a related field, with 3+ years of relevant experience in network and system support and monitoring.
• Excellent communication skills, with the ability to articulate technical information to non-technical audiences and summarize key information effectively.
• Proficient problem-solving and troubleshooting skills, with the ability to analyze system problems and drive corrective actions.
• Good documentation skills and the ability to absorb and retain information quickly.
• Highly self-motivated and directed, willing to work in a 24x7x365 environment.
• Experience in configuration, management, and monitoring of routers, switches, Cisco ASA, FTDs, Palo Alto firewalls, and Meraki WLCs.
• Familiarity with server/workstation support, including Active Directory, LDAP, WMI, and SNMP in Windows and Linux environments.
• Experience with cloud platforms such as Azure, AWS, Google, and Microsoft 365 suite.
• Knowledge of physical and virtual server technologies, including RAID/Storage, SAN, and OS.
• Experience with virtualization solutions like Hyper-V and VMware.
• Certifications such as CCENT, CCNA, CCNP, PCNSE, Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solution Expert (MCSE), Microsoft Certified: Windows Server Hybrid Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert or Microsoft Certified: Azure Solutions Architect Expert are preferred, along with knowledge of TCP/IP and Cisco routing/switching technologies.
  
  

Bonus points if you have:

• Capable of multitasking in a high-volume environment and effectively prioritizing tasks under pressure.
• Strong interpersonal and presentation skills.
• Experience with Managed Service Providers (MSP) & Familiarity with the ServiceNow tool.
• Experience with monitoring tools like LogicMonitor, ConnectWise Automate, RMM, or SolarWinds.
  
  

ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!

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